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Fundraising – Comments, Feedback and Complaints

The Irish Kidney Association is committed to ensuring that all our communications and dealings with the general public and our supporters are of the highest possible standard. We listen and respond to the views of the general public and our supporters so that we can continue to improve.

The Irish Kidney Association welcomes both positive and negative feedback. Therefore we aim to ensure that:

  • It is as easy as possible to make a complaint;
  • We treat as a complaint any clear expression of dissatisfaction with our operations which calls for a response;
  • We  treat it seriously whether it is made by telephone, letter, fax, email or in person;
  • We deal with it quickly and politely;
  • We  respond accordingly – for example, with an explanation, or an apology where we have got things wrong and information on any action taken etc;
  • We learn from complaints, use them to improve, and monitor them at our Board.
  • If you have feedback or a complaint – Step One

If you do have a complaint or comment or feedback about any aspect of our work, you can contact the CEO in writing or by telephone.

In the first instance, a complaint will be dealt with by our Chief Executive. Please give us as much information as possible and let us know how you would like us to respond to you.

Write to:

The Chief Executive
Irish Kidney Association
Donor House
Block 43a
Park West
Dublin 12
Telephone: 01-6205306
Email: markmurphy@ika.ie

We are open 5 days a week from 9.30 am to 5.30 pm.

What happens next?

If you complain in person or over the phone, we will try to resolve the issue there and then. Similarly, if you complain by email or in writing we will always acknowledge your complaint within 7 days, and do everything we can to resolve it within 21 days. If this is not possible, we will explain why and provide a new deadline.

What if the complaint is not resolved?

If you are not happy with our response, you may get in touch again by writing to the Irish Kidney Association’s Chairman. The Chairman will ensure that your appeal is considered at Board level and will respond within two weeks of a board meeting.

Monitoring Group

Ideally in the first instance you should address your complaint to the Irish Kidney Association as outlined.
You may however at any stage make your complaint in writing to the Monitoring Group who oversee charities compliance with the Statement of Guiding Principles for Fundraising.

Finally if you feel that you are not satisfied we can direct you to an independent monitoring group who will assess your complaint in an objective manner.

What happens next?

You will receive confirmation of receipt of your complaint. The Monitoring Group will consider complaints and will respond according to its own procedures.
This complaints procedure does not apply to The Irish Kidney Association’s staff or members.

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